The following is our response to the Better Business Complaint dated 10/22/regarding one of our customers [redacted] The complaint number is [redacted] We have included in our response the signed contract, point of sale documents and email correspondence from [redacted] regarding this jobWe sold [redacted] kitchen cabinets and delivered them to her house on July 23'rd We completed the install of her kitchen shortly after and installed a granite sink on approximately August 5'th The vast majority of her kitchen was complete in a quick period of timeNorfolk Kitchen and Bath does not manufacture the cabinets that [redacted] purchasedThey are made by a company called [redacted] We are a dealer for that cabinet companyUpon installation of the cabinets [redacted] reported to us that there were some cabinet doors and skins that had finish issues that needed to be replacedRepresentatives from Norfolk met [redacted] at her home and reordered replacement parts at no charge to [redacted] for any of the items she was unhappy withThose replacement parts take about a month to come in and when they came in we installedAs of email dated October 15'th the job is complete per the customers emailThis is included in my attachmentWe appreciate ***'s business and are sorry that we had to order some replacement partsKitchens are made of out wood and occasionally the wood does not finish as the customer expectsIn cases like this we continue to work with the customer until they are happy and satisfiedWe are sorry for any inconvenience***e's kitchen worked this entire time and the issues were strictly cosmetic after the kitchen was installedWe offered [redacted] an [redacted] gift card for $to thank her for her business and apologize for the delay in getting replacement partsShe was not receptive to that and believes she should be compensated moreShe has the exact kitchen she purchased from us and has told us in email we are doneWe are unwilling to offer more compensation beyond the $gift cardFurthermore we are happy to respond to [redacted] with any service or warranty issues [redacted] ***Norfolk Kitchen and Bath
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
I am still not happy and cant take anymore time from work to over see the project againThe items I am seeing are just being noticed by other people how embarrassing is thatIs there anyone higher up in the Revdex.com agency for me to speak with
Regards,
*** ***
***I am sorry you are frustrated and for any inconvenience you have incurred as a result of remodeling your kitchenRemodeling projects are difficult and require both parties to invest time and effort to make them completeVery few kitchen remodels take days and if that was your expectation I am sorry we did not inform you of the project timeline upfront so you could decide if it was a project you wanted to beginIf there are any parts of your new kitchen that are still not correct we will be happy to come out and service those issuesPlease contact our office and we will have a sales rep come out and look at those items that need to be addressedIn a previous email you told us that the kitchen was complete so for that reason we assumed we were done with your jobThank you for your business*** ***Norfolk Kitchen and Bath
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
Regards,
[redacted]
This was a disaster from the beginning this job should have taken 2 days but was rushed into one first mistake. Counters uneven, doors uneven, damage cabinets it took 3 months and they don't care that its still not complete. Mr. [redacted] has no idea what I went through for those three months no one does!!! It was a nightmare I was stressed had to hire help to keep moving things around because they had to reorder doors, cabinets etc. I had to miss work to meet them several times but time is just as valuable as theirs. I am picky I paid in cash for a job that should have been down right from the beginning. Mr. [redacted] is not telling the complete truth he is just writing the response to you. I was taken advantage of because I am a woman who supports herself and did not deserve this disservice. I still feel they owe me more than $100.00 I would be more than happy to speak with the head of the Revdex.com. Sadly to say the kitchen looks awful still have damage doors and its not the way it should be. I am out all this money and am not happy!!I expected more from Norfolk Kitchen shame on them for treating a consumer in a unprofessional way.[redacted]
4/1/16 To: The Revdex.com RE: [redacted] Complaint # [redacted] To Whom It May Concern, [redacted] came into our store in March of 2015 to purchase kitchen cabinets and a countertop. Our Kitchen Designer, [redacted], assisted her and made arrangements to go to her home to take...
measurements of the space for new cabinets. Once that was done, [redacted] designed a layout and informed her it was ready, she arrived at the store and [redacted] showed Ms. [redacted] that layout, they discussed using a diagonal wall cabinet in the corner, but because there would be a sink in the base corner cabinet, the upper diagonal cabinet might interfere with whichever faucet she may use, it was agreed to use a Blind wall corner cabinet as shown on the attached plan that would still offer good storage, and eliminate the faucet interference issue, Ms. [redacted] approved, the order was written and signed by Ms. [redacted] (see attached). The cabinets were delivered to her home on 3/25/15, on 4/9/15, the countertop she had ordered arrived and was delivered. She did not take advantage of Norfolk’s Installation service and used her own contractor to install her cabinets, countertop and sink, she purchased her faucet elsewhere. We did not hear from Ms. [redacted] until sometime in November of 2015, she called [redacted] to say that she doesn’t like the Blind corner wall cabinet, and would now like to have the Diagonal corner wall cabinet, [redacted] explained that to do that, she would have to replace 3 wall cabinets to make it fit her space. Ms. [redacted] also said that there was a leak at the countertop and the seam was separating, water was leaking into the sink cabinet, we sent a representative of the countertop company out to her home to see what was wrong, he reported that he did not see any lifting of the laminate, nor any swelling of the particleboard substrate, he explained that the only way water could leak through the countertop was if water was getting under the lip of the sink if it wasn’t sealed properly, (we don’t know if she had her contractor check his plumbing work to see if that was the source of the leak.) Ms. [redacted] also spoke to the representative about changing the top to a solid surface top, he instructed her to speak to her salesperson at Norfolk, she told him that she was unhappy with her salesperson, and would speak to his supervisor, [redacted]. Ms. [redacted] contacted [redacted], he went to her home, she said she didn’t like that blind wall cabinet, but made no mention of the countertop issue. [redacted] inspected the cabinet, and explained that there was nothing wrong with the cabinet that she purchased, but if she wanted to redesign the corner, we could sell her the cabinets that she wants, she agreed, but when she again met with [redacted] at the store, she refused to pay for the new cabinets, because she is a good customer, we offered her a reduced price, still she refused. The blind corner wall cabinet isn’t defective in any way, she just doesn’t like it, although she approved the plan, had she notified us prior to the cabinet being installed, we could have swapped cabinets at minimal additional cost to her. The remedy is to replace 3 wall cabinets that will allow the use of the Diagonal cabinet that she now wants, the retail price of those cabinets are $430.10 plus tax, we are offering them to her in good faith for $300. Plus tax. We will not be able to offer any refund of the existing cabinets, nor are we responsible for removal of the existing cabinets, or the installation of the new cabinets. As for the countertop issue, this is outside of the one year warranty as it doesn’t cover damage from moisture due to improper installation, we feel that the sink or faucet or both were not installed to proper standards which is causing the leak into the sink cabinet based on the inspection of the representative of the countertop company. Sincerely, [redacted] Operations Manager Norfolk Hardware and Home Center.
The following is our response to the Better Business Complaint dated 10/22/14 regarding one of our customers [redacted]. The complaint number is [redacted]. We have included in our response the signed contract, point of sale documents and email correspondence from [redacted] regarding this job. We sold...
[redacted] kitchen cabinets and delivered them to her house on July 23'rd 2014. We completed the install of her kitchen shortly after and installed a granite sink on approximately August 5'th 2014. The vast majority of her kitchen was complete in a quick period of time. Norfolk Kitchen and Bath does not manufacture the cabinets that [redacted] purchased. They are made by a company called [redacted]. We are a dealer for that cabinet company. Upon installation of the cabinets [redacted] reported to us that there were some cabinet doors and skins that had finish issues that needed to be replaced. Representatives from Norfolk met [redacted] at her home and reordered replacement parts at no charge to [redacted] for any of the items she was unhappy with. Those replacement parts take about a month to come in and when they came in we installed. As of email dated October 15'th 2014 the job is complete per the customers email. This is included in my attachment. We appreciate [redacted]'s business and are sorry that we had to order some replacement parts. Kitchens are made of out wood and occasionally the wood does not finish as the customer expects. In cases like this we continue to work with the customer until they are happy and satisfied. We are sorry for any inconvenience. [redacted]e's kitchen worked this entire time and the issues were strictly cosmetic after the kitchen was installed. We offered [redacted] an [redacted] gift card for $100 to thank her for her business and apologize for the delay in getting replacement parts. She was not receptive to that and believes she should be compensated more. She has the exact kitchen she purchased from us and has told us in email we are done. We are unwilling to offer more compensation beyond the $100 gift card. Furthermore we are happy to respond to [redacted] with any service or warranty issues. [redacted]. Norfolk Kitchen and Bath
The following is our response to the Better Business Complaint dated 10/22/regarding one of our customers [redacted] The complaint number is [redacted] We have included in our response the signed contract, point of sale documents and email correspondence from [redacted] regarding this jobWe sold [redacted] kitchen cabinets and delivered them to her house on July 23'rd We completed the install of her kitchen shortly after and installed a granite sink on approximately August 5'th The vast majority of her kitchen was complete in a quick period of timeNorfolk Kitchen and Bath does not manufacture the cabinets that [redacted] purchasedThey are made by a company called [redacted] We are a dealer for that cabinet companyUpon installation of the cabinets [redacted] reported to us that there were some cabinet doors and skins that had finish issues that needed to be replacedRepresentatives from Norfolk met [redacted] at her home and reordered replacement parts at no charge to [redacted] for any of the items she was unhappy withThose replacement parts take about a month to come in and when they came in we installedAs of email dated October 15'th the job is complete per the customers emailThis is included in my attachmentWe appreciate ***'s business and are sorry that we had to order some replacement partsKitchens are made of out wood and occasionally the wood does not finish as the customer expectsIn cases like this we continue to work with the customer until they are happy and satisfiedWe are sorry for any inconvenience***e's kitchen worked this entire time and the issues were strictly cosmetic after the kitchen was installedWe offered [redacted] an [redacted] gift card for $to thank her for her business and apologize for the delay in getting replacement partsShe was not receptive to that and believes she should be compensated moreShe has the exact kitchen she purchased from us and has told us in email we are doneWe are unwilling to offer more compensation beyond the $gift cardFurthermore we are happy to respond to [redacted] with any service or warranty issues [redacted] ***Norfolk Kitchen and Bath
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
I am still not happy and cant take anymore time from work to over see the project againThe items I am seeing are just being noticed by other people how embarrassing is thatIs there anyone higher up in the Revdex.com agency for me to speak with
Regards,
*** ***
***I am sorry you are frustrated and for any inconvenience you have incurred as a result of remodeling your kitchenRemodeling projects are difficult and require both parties to invest time and effort to make them completeVery few kitchen remodels take days and if that was your expectation I am sorry we did not inform you of the project timeline upfront so you could decide if it was a project you wanted to beginIf there are any parts of your new kitchen that are still not correct we will be happy to come out and service those issuesPlease contact our office and we will have a sales rep come out and look at those items that need to be addressedIn a previous email you told us that the kitchen was complete so for that reason we assumed we were done with your jobThank you for your business*** ***Norfolk Kitchen and Bath
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
Regards,
[redacted]
This was a disaster from the beginning this job should have taken 2 days but was rushed into one first mistake. Counters uneven, doors uneven, damage cabinets it took 3 months and they don't care that its still not complete. Mr. [redacted] has no idea what I went through for those three months no one does!!! It was a nightmare I was stressed had to hire help to keep moving things around because they had to reorder doors, cabinets etc. I had to miss work to meet them several times but time is just as valuable as theirs. I am picky I paid in cash for a job that should have been down right from the beginning. Mr. [redacted] is not telling the complete truth he is just writing the response to you. I was taken advantage of because I am a woman who supports herself and did not deserve this disservice. I still feel they owe me more than $100.00 I would be more than happy to speak with the head of the Revdex.com. Sadly to say the kitchen looks awful still have damage doors and its not the way it should be. I am out all this money and am not happy!!I expected more from Norfolk Kitchen shame on them for treating a consumer in a unprofessional way.[redacted]
4/1/16 To: The Revdex.com RE: [redacted] Complaint # [redacted] To Whom It May Concern, [redacted] came into our store in March of 2015 to purchase kitchen cabinets and a countertop. Our Kitchen Designer, [redacted], assisted her and made arrangements to go to her home to take...
measurements of the space for new cabinets. Once that was done, [redacted] designed a layout and informed her it was ready, she arrived at the store and [redacted] showed Ms. [redacted] that layout, they discussed using a diagonal wall cabinet in the corner, but because there would be a sink in the base corner cabinet, the upper diagonal cabinet might interfere with whichever faucet she may use, it was agreed to use a Blind wall corner cabinet as shown on the attached plan that would still offer good storage, and eliminate the faucet interference issue, Ms. [redacted] approved, the order was written and signed by Ms. [redacted] (see attached). The cabinets were delivered to her home on 3/25/15, on 4/9/15, the countertop she had ordered arrived and was delivered. She did not take advantage of Norfolk’s Installation service and used her own contractor to install her cabinets, countertop and sink, she purchased her faucet elsewhere. We did not hear from Ms. [redacted] until sometime in November of 2015, she called [redacted] to say that she doesn’t like the Blind corner wall cabinet, and would now like to have the Diagonal corner wall cabinet, [redacted] explained that to do that, she would have to replace 3 wall cabinets to make it fit her space. Ms. [redacted] also said that there was a leak at the countertop and the seam was separating, water was leaking into the sink cabinet, we sent a representative of the countertop company out to her home to see what was wrong, he reported that he did not see any lifting of the laminate, nor any swelling of the particleboard substrate, he explained that the only way water could leak through the countertop was if water was getting under the lip of the sink if it wasn’t sealed properly, (we don’t know if she had her contractor check his plumbing work to see if that was the source of the leak.) Ms. [redacted] also spoke to the representative about changing the top to a solid surface top, he instructed her to speak to her salesperson at Norfolk, she told him that she was unhappy with her salesperson, and would speak to his supervisor, [redacted]. Ms. [redacted] contacted [redacted], he went to her home, she said she didn’t like that blind wall cabinet, but made no mention of the countertop issue. [redacted] inspected the cabinet, and explained that there was nothing wrong with the cabinet that she purchased, but if she wanted to redesign the corner, we could sell her the cabinets that she wants, she agreed, but when she again met with [redacted] at the store, she refused to pay for the new cabinets, because she is a good customer, we offered her a reduced price, still she refused. The blind corner wall cabinet isn’t defective in any way, she just doesn’t like it, although she approved the plan, had she notified us prior to the cabinet being installed, we could have swapped cabinets at minimal additional cost to her. The remedy is to replace 3 wall cabinets that will allow the use of the Diagonal cabinet that she now wants, the retail price of those cabinets are $430.10 plus tax, we are offering them to her in good faith for $300. Plus tax. We will not be able to offer any refund of the existing cabinets, nor are we responsible for removal of the existing cabinets, or the installation of the new cabinets. As for the countertop issue, this is outside of the one year warranty as it doesn’t cover damage from moisture due to improper installation, we feel that the sink or faucet or both were not installed to proper standards which is causing the leak into the sink cabinet based on the inspection of the representative of the countertop company. Sincerely, [redacted] Operations Manager Norfolk Hardware and Home Center.
The following is our response to the Better Business Complaint dated 10/22/14 regarding one of our customers [redacted]. The complaint number is [redacted]. We have included in our response the signed contract, point of sale documents and email correspondence from [redacted] regarding this job. We sold...
[redacted] kitchen cabinets and delivered them to her house on July 23'rd 2014. We completed the install of her kitchen shortly after and installed a granite sink on approximately August 5'th 2014. The vast majority of her kitchen was complete in a quick period of time. Norfolk Kitchen and Bath does not manufacture the cabinets that [redacted] purchased. They are made by a company called [redacted]. We are a dealer for that cabinet company. Upon installation of the cabinets [redacted] reported to us that there were some cabinet doors and skins that had finish issues that needed to be replaced. Representatives from Norfolk met [redacted] at her home and reordered replacement parts at no charge to [redacted] for any of the items she was unhappy with. Those replacement parts take about a month to come in and when they came in we installed. As of email dated October 15'th 2014 the job is complete per the customers email. This is included in my attachment. We appreciate [redacted]'s business and are sorry that we had to order some replacement parts. Kitchens are made of out wood and occasionally the wood does not finish as the customer expects. In cases like this we continue to work with the customer until they are happy and satisfied. We are sorry for any inconvenience. [redacted]e's kitchen worked this entire time and the issues were strictly cosmetic after the kitchen was installed. We offered [redacted] an [redacted] gift card for $100 to thank her for her business and apologize for the delay in getting replacement parts. She was not receptive to that and believes she should be compensated more. She has the exact kitchen she purchased from us and has told us in email we are done. We are unwilling to offer more compensation beyond the $100 gift card. Furthermore we are happy to respond to [redacted] with any service or warranty issues. [redacted]. Norfolk Kitchen and Bath